A service level agreement (or SLA) is a part of a contract that precisely defines the services that a service provider will provide and the level or standard required for those services. The SLA is usually part of an outsourcing or service management contract or can be used to provide services in facility management contracts and other agreements. This article is aimed primarily at customers and offers some simple tips for creating effective SLAs. The main point is to create a new layer on the network, cloud or SOA middleware, capable of creating a negotiation mechanism between service providers and consumers. If customer A wants tea to be made available every morning and evening, coffee before and after lunch and juices during the lunch break, this is the personalized SLA that we have signed with this particular customer, and therefore we re-ensenduce the offer. Then, the customer should successively indicate each service the expected performance standards.. . . .
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